Diodes Incorporated is seeking a Customer Service Manager to supervise five direct reports and coordinate the daily activities with respect to sales functions and territory management.
Principle Duties and Responsibilities:
Supervises Customer Service Representatives (CSR’s) providing leadership, training, management, and support Recruit, mentor, and retain talents. Manage daily processes using Oracle ERP to maximize customer demand fulfillment, pushing to meet quarterly revenue targets. Supervise CSR's responsible for customer sales order entry, change orders, EDI order processing, RMA’s, stock rotation returns, drop shipments. Provide “voice” for customers within the organization especially when driving Planning on expedites to meet customer request dates. Supervise CSR's responsible for backlog review and updating of latest scheduled ship dates. Supervise entry of data into Demantra forecasting system and ensure correct set up of part numbers and customers within Demantra coordinating with Sales and Planning. Coordinate customer programs, including EDI, VMI, Consignment, Bonded inventory. Work closely with warehouse on routing & labeling instructions, freight changes, and management of quarter-end shipments. Work with Accounting to reconcile credit memos due to price discrepancies, returns, errors. Drive cross functional best practices and system enhancements that would improve efficiencies. Respond to customer escalations; provide corrective actions, and implements root cause solutions. Prepare for and manage internal and external audits, and other duties as assigned.
Knowledge, Skills and Abilities: BA and or 3 years experience in Semiconductor Industry preferred Must be proficient with Oracle ERP or significant experience with other ERP systems such as SAP. Must be proficient in Microsoft Office Environment including Word and Excel. Must be highly proficient with Microsoft Excel, including creating and analyzing pivot tables. Lotus Notes experience a plus MS Access and graphic skills a plus. Ability to handle multiple tasks in a dynamic environment. Excellent professional verbal and written communication skills. Effectively interact with other departments, as well as others within the department. Excellent problem solving skills. Strong interpersonal skills. Excellent judgment, especially when to escalate issues for resolution. Self starter: works with minimal direction.
Monster - 12 months ago
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